Provision Omnichannel for Customer Service

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Omnichannel for Customer Service provides a modern, customizable, high-productivity app that lets agents help customers across different channels via a unified interface. It lets organizations choose the channel that suits their business needs. It also ensures that a high level of responsive, quality service is received across channels.

To find out if Omnichannel for Customer Service is available in your region, see International availability.

Looking for an upgrade? See Upgrade Omnichannel for Customer Service for more information.

Prerequisites

To provision the Omnichannel for Customer Service application, first, complete the following prerequisites:

Use the following steps to allow Omnichannel for Customer Service to read and write data on behalf of users:

  1. Go to Data access consent URL. For Government Community Cloud (GCC), use the GCC data access consent URL.

  2. Sign in using Global Tenant Admin credentials.

  3. Select the Consent on behalf of your organization check box.

  4. Select Accept to grant data access consent.

    Grant consent.

For more information about app permissions, see Azure app Power BI API permissions and Data access consent to provision Omnichannel for Customer Service.

Set up Omnichannel for Customer Service

  1. In Power Platform Admin Center, on the Environments page, select the environment in which Omnichannel for Customer Service needs to be set up.

  2. In the left pane, expand Resources, and select Dynamics 365 apps.

    Note

    Don't select Environments in the left pane and try to navigate to Dynamics 365 apps from there. There are similar-looking menu options, but the correct way to navigate to the Dynamics 365 apps management options is to expand Resources in the left pane and select Dynamics 365 apps.

  3. On the Dynamics 365 apps page, select More commands beside Omnichannel for Customer Service, and then select Manage.

    Manage Omnichannel for Customer Service.

  4. On the Manage Omnichannel for Customer Service message, select OK. The Dynamics 365 Administration Center | Omnichannel page is displayed on a new tab.

  5. On the Manage Omnichannel Instances page, select Add Org to add an organization. Omnichannel is set up on the organization environment that you add here.

    Manage environments.

    Important

    As an admin, you can configure Omnichannel in multiple environments. You can view the status of all organization environments where the Omnichannel app has been configured in the Manage environments view.

  6. Select the environment in the dropdown list, then perform the following steps.

    Select org.

    1. Select Next, and in the Chat section, set the Add chat toggle to Yes to enable the Chat channel.

    2. In the Voice section, set the Add voice toggle to Yes to enable the voice channel. Ensure that you select the Voice and SMS Terms checkbox.

    3. In the SMS section, set the Add SMS toggle to Yes to enable SMS. Select the checkbox to confirm that you agree to the SMS terms.

      Important

      You must select the checkbox for SMS Terms to enable SMS and proceed with the setup.

    4. In the Social channels section, set the Add social toggle to Yes to enable social channels.

    5. In the Microsoft Teams section, set the Add Microsoft Teams toggle to Yes to enable Microsoft Teams.

  7. On the Confirmation page, verify your selections, and then select Finish to provision Omnichannel for Customer Service in your organization.

    Summary tab on Manage Omnichannel instances page.

    The setup can take several minutes. You can close the window and check after some time, or refresh to check if it's complete. After the setup is complete, the selected channels are enabled in your environment.

    Set up complete.

Important

  • After you successfully provision Omnichannel for Customer Service, you might see the status as "Not configured" on the Dynamics 365 apps page. You can safely ignore the status.
  • If the provisioning of Omnichannel for Customer Service fails and you retry it, you might see an app profile named Omnichannel Upgraded OOB Default app profile on the App profiles page in Power Apps. You can safely delete this app profile that is created.

Update Omnichannel for Customer Service application

After the Omnichannel for Customer Service application is successfully provisioned, you can update the environment by enabling or disabling the required channels.

  1. In the Power Platform Admin Center, on the Environments page, select the environment where you want to set up Omnichannel for Customer Service.

  2. In the left pane, expand Resources, and then select Dynamics 365 Apps.

  3. On the Dynamics 365 apps page, select More commands beside Omnichannel for Customer Service, and then select Manage.

  4. Select OK on the Manage Omnichannel for Customer Service message. The Dynamics 365 Administration Center | Omnichannel page is displayed on a new tab.

    Select the Omnichannel for Customer Service environment.

  5. Select the channel to be enabled. For example, in this procedure, we'll enable the Social channels.

  6. On the Social tab, set the toggle to Yes to enable social channels in your environment.

    Enable Social channels.

  7. Select Save. After the update is complete, the status is displayed on the Summary tab.

    Update status.

  8. To disable a previously enabled channel, set the toggle to No. For example, in this procedure, we'll disable the Social channel.

    • On the Social tab, set the toggle to No to disable social channels in your environment. A confirmation message is displayed to remove the channel. Select Remove.

      Disable Social channel.

    Note

    If you disable all channels, Omnichannel for Customer Service will be removed from your organization.

Troubleshoot provisioning

Instance is not available to select on the provisioning application

See also

Upgrade Omnichannel for Customer Service
Understand and create work streams
Manage users